EMPOWERING EXCELLENCE
Customer Results
and the Formula for a Delightful Customer Experience
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T THE HEART of the very purpose of striving for organizational excellence is the customer. For Abu Dhabi’s public sector, all of the public—all citizens and residents of the UAE—comprise “the customer.” Organizational excellence, in specific, exceeding expectations in the delivery of public services,
Issue 10 - OCTOBER 2015
has become a key priority of the Abu Dhabi Vision 2030 and is fundamental in the government’s aim to become among the top ten performing governments in the world. Excellence Enablers are the surest route to achieving your desired customer results. Prior to taking any action toward the specific results you want to achieve, they need to be
mapped out so the firm has a clear set of goals and targets. Outcomes of actual results can then be measured against these planned targets to ascertain whether the organization is on the right track. This will guide the firm in actions that need to be taken in order to accomplish those customer experience goals. In this article, we will outline the